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Netgear CM1150V on Xfinity
I have been having problems with internet connectivity with my #CM1150V for the last couple of weeks. Speeds are all over the place, and often the service will drop off completely. When the Xfinity technician came out today he said that Netgear did a firmware update recently that has created problems working with the Xfinity Network. He showed me a document sent to all the technicians at Xfinity talking about it. But he said since the issue is with Netgear, I need to contact them; Xfinity cannot help. Does anyone know how I can solve this
14 Replies
ISPs are responsible for doing FW updates on cable modems. C and CM series. If they pushed something they could revert it and put the prior version back. https://kb.netgear.com/000036375/What-s-the-latest-firmware-version-of-my-NETGEAR-cable-modem-or-modem-router
The issue of a recent FW version from NG was for the CAX30 series gateway modem. Would not apply to the CM series.
What Firmware version is currently loaded?
Please post a copy and paste of the modems connection status and event log page.
https://kb.netgear.com/30007/How-do-I-obtain-the-cable-connection-information-from-a-NETGEAR-cable-modem-modem-router
https://kb.netgear.com/30008/How-do-I-view-or-clear-the-event-logs-on-my-NETGEAR-cable-modem-or-modem-routerBe sure your using a good quality LAN cable between the modem and router. CAT6 is recommended.
What is the brand and model of the host wifi router connected to the modem?Have the ISP check the signal and line quality UP to the modem. Be sure the ISP provisions the modem correctly.
Be sure there are no coax cable line splitters in the between the modem and ISP service box.
Be sure your using good quality RG6 coax cable up to the modem.
Start with removing any amplifiers, signal attenuators, or splitters from the coax.
From there check the line for kinks, damage, moisture in the line.
Check the connectors for improperly made ends, foil touching the copper coax line, loose connections, bad/old/cheap connectors, or corroded connections. Replace them if you do.
Be sure to power OFF the modem for 1 minute then back ON.
https://community.netgear.com/t5/Cable-Modems-Routers/General-info-and-Troubleshooting-for-Cable-Modems/m-p/1530376#M12853
https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router
https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.htmlThank you for the suggestions. The thing is that everything was working just fine until Xfinity did an upgrade in our area on February 15. Then all the issues started. All the connections and cables are the same as before. Still, they are pointing to the modem as the problem. Attached is the log. Hopefully this provides some help. Thanks again.
Please post a copy and paste of the modems event log page aswell.
I see lots of correctables and un-correctables that should be mostly zeros across all channels.
Be sure there are no coax cable line splitters in the between the modem and ISP service box.
Be sure your using good quality RG6 coax cable up to the modem.
Start with removing any amplifiers, signal attenuators, or splitters from the coax.
From there check the line for kinks, damage, moisture in the line.
Check the connectors for improperly made ends, foil touching the copper coax line, loose connections, bad/old/cheap connectors, or corroded connections. Replace them if you do.
https://community.netgear.com/t5/Cable-Modems-Routers/General-info-and-Troubleshooting-for-Cable-Modems/m-p/1530376#M12853You have a lot of errors in the line.
Check your line/connections.
Start with removing any amplifiers, signal attenuators, or splitters from the coax.
From there check the line for kinks, damage, moisture in the line.
Check the connectors for improperly made ends, foil touching the copper coax line, loose connections, bad/old/cheap connectors, or corroded connections. Replace them if you do.
If you can, simply connect the modem right where the coax comes into the home. This prevents wiring in the home from being the issue. And some ISP’s charge if the wiring issue is in the home. So this helps prevent this.If that doesn't help, the isp needs to check the line
I removed a connector and short cable that was between the modem and the cable coming into the house. Here's the new log
